Market Associate Center Operations Director

Market Associate Center Operations Director

Requirements

• Highly developed business acumen and acuity
• Dynamic individual with outgoing, energetic, and collaborative personality
• Possesses the knowledge, understanding, experience, skills, and abilities commensurate with managing an entity that equals or exceeds $20M in annual revenue
• Introductory knowledge and understanding of and experience with full risk management contracts
• Strong track record of taking on new assignments and quickly mastering new ways of accomplishing goals
• Analytical, organized, driven by attaining results. Exceptionally detail-oriented with a high degree of objectivity and methodical skills to ensure accuracy of reports and data
• Exceptional written, verbal, and interpersonal communication skills; comfortable with public speaking
• Emotionally mature, able to initiate, conduct and navigate difficult conversations with individuals at all levels
• Strategic and visionary approach to work. Innovative, creative, and continually seeking ways improve efficiency and productivity through cutting-edge, technological advancements
• Openness to learning with a curiosity about the ChenMed Way and willingness to adapt to our innovative approach to improving health outcomes
• Capability to effectively communicate with employees, patients, and other individuals in a professional and courteous manner
• Keen ability to manage multiple projects and processes and work effectively with other team members
• Proficient in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability and willingness to travel locally, regionally and nationwide up to 20% of the time
• Spoken and written fluency in English
• This position requires use and exercise of independent judgment

Responsibilities

• Owns and operates an average annual budget in excess of $20M for a medical center; staffing up to 30 employees and regularly servicing an average of less than 12,000 patients per year
• Leads growth strategy for center around membership growth and community outreach
• Leads people, coordinates and inspires the team and achieves results under challenging circumstances
• Works comfortably with financial statements, and financial concepts, in a service organization
• Provides extraordinary customer service to all internal and external customers (including patients and other Chen Medical team members)
• Monitors office communication and performance to ensure that front desk, referrals and care promoter teams operate in an efficient, accurate and customer-focused manner
• Collaborates with team leaders to conduct performance evaluations of team members and complete any required disciplinary actions
• Attends all growth related events
• Monitors the number of patients and wait times to ensure proper flow of patients from check-in through appointment to check-out
• Addresses and resolves all customer-service or team member issues
• Ensures accuracy of all incoming and outgoing information including supplies, invoices, billing requests and patient records
• Works in partnership with the Sales and Marketing COE in developing strategies to increase and retain membership
• Applies a bias towards frugality and creativity when it comes to problem solving for operational challenges, seeking to improve people, process and systems resolutions before increasing costs and complexity
• Utilizes a keen sense of business acumen that assists with understanding our business, appreciating the various operating levers to utilize for success and driving significant new patient growth in their center
• Collaborates with the Leadership Team and Administrators in relation to strategic business planning
• Demonstrates an astute sense of ownership; the successful Director, Center drives center success from all dimensions – people, finance, service, growth and outcomes, as if they owned the organization
• Maintains an awareness of the competitive healthcare environment; actively drive sales and ensures that ChenMed’s family of companies’ level of service exceeds all other healthcare providers
• Performs other duties as assigned and modified at manager’s discretion
• Conducts tours for prospective patients and ensures New Patient paperwork is completed and in chart
• Works with PCPs to assist with scheduling meetings with patients and/or writing letters to/for patients
• Reviews reports to ensure target metrics are achieved and processes are being followed
• Ensures co-pays are compliantly collected and cash is reconciled and deposited
• Conducts walk-through of the Center to ensure a clean and safe environment, including spot checks of back office for expired medications, proper biohazard waste and medicine disposal, etc.
• Conducts trainings and refreshers regarding Medicare and HIPAA compliance, ensures annual OSHA trainings occur and employees have all required certifications current in their files
• Monitors transportation and housekeeping activities
• Monitors and/or alters team member work schedules, including approval of overtime or vacations

Preferred Qualifications

• Strong business acumen and acuity with a data driven mindset. Utilizes a data-driven approach to inform decision-making. Analyze key performance indicators and metrics to identify areas for improvement and track progress towards goals
• Team builder. Ability to develop and implement strategies to engage and develop team members. Promote a positive work environment that supports professional growth and high levels of job satisfaction. Good knowledge and understanding of general Operations standards, functions, methods, techniques, practices, processes and procedures
• Understanding of regulatory standards, various local, state and federal laws that apply to the business and where to find information on standards and interpretations
• Excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and resolve recurring defects
• Strong organizational skills and attention to details to handle multiple tasks, short deadlines, frequent interruptions, and shifting priorities in support of changing company objectives
• Intermediate working knowledge of Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Spoken and written fluency in English